Relevant bibliographies by topics / Retention of customers

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Retention of customers'

Author: Grafiati
Published: 4 June 2021
Last updated: 12 February 2022

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Journal articles on the topic "Retention of customers"

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Coyles, Stephanie, and Timothy C. Gokey. "Customer retention is not enough." Journal of Consumer Marketing 22, no. 2 (March 1, 2005): 101–5. http://dx.doi.org/10.1108/07363760510700041.

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PurposeEvery company knows that it costs far less to hold on to a customer than to acquire a new one. That is why customer retention has become the Holy Grail in industries from airlines to wireless. Yet defecting customers are far less of a problem than customers who change their buying patterns. Today's typical metrics of customer satisfaction and defection do not tell a company how susceptible its customers are to changing their spending patterns. This article seeks to investigate this problem.Design/methodology/approachThe investigation was carried out through a two‐year study of the attitudes of 1,200 households toward companies in 16 industries.FindingsMcKinsey found that focusing on smaller changes in customer spending can have as much as ten times more value than concentrating on defections alone.Originality/valueThis is important for those companies that wish to retain their customers.
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Nehari-Talet, Amine, Samer Alhawari, and Haroun Alryalat. "The Outcome of Knowledge Process for Customer of Jordanian Companies on the Achievement of Customer Knowledge Retention." International Journal of Knowledge Management 6, no. 1 (January 2010): 44–61. http://dx.doi.org/10.4018/jkm.2010103003.

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Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.
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Mahapatra, S. N., and Parveen Kumar. "CUSTOMER RETENTION: A STUDY ON INDIAN BANKS." International Journal of Research -GRANTHAALAYAH 5, no. 7 (July 31, 2017): 485–92. http://dx.doi.org/10.29121/granthaalayah.v5.i7.2017.2157.

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The main purpose of this study is to examine how customer retention is affected by the factors of customer retention. A structured questionnaire was distributed to banking customers based on demographics (gender, age, marital status, education, occupation and, income level) in National Capital Territory. Data was successfully collected from 500 respondents who have either saving account or current account or both. Respondents’ opinion on 20 items related to customer retention was obtained. Factors of customer retention were categorised into four main groups i.e. tangible, reliability, responsiveness and assurance & empathy Factors. Further multiple-regression analysis was used to measure the factors of customer retention and their impact on customers’ retention decision. After multiple-regression it was found that ‘Within Timeframe Service Delivery’, ‘Sincere Efforts in Solving Customer Problems’ and ‘Accepting & Resolving Faults’ are the most important factors which affect customers’ retention intention.
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Gengeswari, K., and P. Padmashantini. "Impact of Customer Retention Practices on Firm Performance in the Retailing Sector: A comparison between a foreign and home grown retailer in Malaysia." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 6, no. 1 (September 30, 2013): 672–88. http://dx.doi.org/10.24297/ijmit.v6i1.749.

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As customers are the backbone of any business, firms without customers would not be able to sustain their performance. This is because such firms are believed to have no revenues, no profits and therefore no market value. Accordingly, managing customers is deemed to be very crucial business agenda in which the key focus has been switched in recent years from attracting new customers to preserving existing ones. Both practitioners and scholars have discovered that it is much easier and cheaper to retain the exiting customers than investing on the potential customers. A decent customer retention level is believed to be a significant contributor towards improvement in the overall firm performance. A glimpse on the existing researches on customer retention highlights that financial sector has been thoroughly investigated which leave a room for a detailed investigation on customer retention within retailing sector. Accordingly, this study intends to explore the customer retention practices adopted by service-oriented firms in general and retailers in particular. As a comparison study on a foreign and home grown retailer, this study examines factors that retain customers and the subsequent impact of retention practices on firms performance. This study had carried out mall-intercept surveys among 400 shoppers at two major retailers within Klang Valley, Malaysia. Findings show that influencing factors of retention practices and type of retailer (namely foreign and home grown) significantly influences the retailers customer retention practices. It was also discovered that the inclusion of retailers type had enhanced the relationship between influencing factors and retailers retention practices. In addition, it was also found that customer retention practices significantly affect retailers performance at a moderate level. This study has uncovered that customers are in deed price sensitive despite being loyal and retained by firms. Hence, it is advisable for retailers to pursue a genuine pricing strategy to appeal to price conscious customers. The pricing strategy ideally should be transparent (i.e. no-bogus sales), clarity (i.e. provide accurate details of merchandises), simplicity (i.e. avoid psychological pricing) and trustable (i.e. provide accurate balances).
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Ahmed, Ibrahim, Usman Yerima Abdullahi, and Ibrahim Abba. "Customer Retention Strategies: Benefits on Small Businesses in Nigeria." Global Journal of Business and Social Science Review (GJBSSR) Volume 4 (2016: Issue-3) 4, no. 3 (August 21, 2016): 63–67. http://dx.doi.org/10.35609/gjbssr.2016.4.3(9).

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Objective - This study endeavor to discover the benefits of customer retention strategies on customer retention and business performance in Nigeria. Methodology/Technique - Secondary data was used and a conceptual model developed to establish the relationship between customer retention and the retention strategies. Findings - The study observed that small businesses that practices customer retention strategies retains and satisfy their customers than those that do not. Novelty - It is recommended, however, that business managers should embrace the use of electronic mails, professionalism, welcoming complaints etc. as ingredients that lead to customer retention among small businesses. Type of Paper - Conceptual Keywords: Customers; Retention; Satisfaction and Strategy
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Tauriana, Dian, and Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta." Binus Business Review 3, no. 1 (May 31, 2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.

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As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.
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Awad, Nancy Awadallah. "Examining the Impact of E- Shopping on Customer Loyalty." International Journal of Online Marketing 9, no. 3 (July 2019): 82–94. http://dx.doi.org/10.4018/ijom.2019070105.

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The majority decisions of online customers make are by tracing the electronic word of mouth and online comments which belong to previous customers and is affected by some fears. This study applied a decision tree method to customer data of those who visit a popular group on Facebook (SouqEgypt). Findings in this study indicated that social media marketing for increasing customer's retention and loyalty are influenced by customer's income, education level and occupation. This study helps marketing managers to enhance customer loyalty and in the long run maximize returns on marketing.
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FELIX, DR EGBORO. "CHALLENGES OF ACQUISITION AND RETENTION OF CUSTOMERS IN A COMPETITIVE MARKET." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 10, no. 8 (October 30, 2015): 2372–80. http://dx.doi.org/10.24297/ijmit.v10i8.585.

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In a world of ever changing customer expectation, and competitive business environment, building corporative and collaborative relationship with customers seems to be the most prudent way to keep track of their changing expectation and appropriately influencing them. One way in which that some companies are developing an improved focus on Customer Relationship Management (CRM), is through the establishment or consideration of splitting the marketing manager’s job into two parts: one for acquisition and one for retention. Offensive marketing emphasize on customer acquisition while defensive marketing emphasizes customer retention. The kinds of skills that are needed for people, in acquisition are in the factual aspect of marketing such as advertising, sales while that of retention is on satisfaction, loyalty, customers service, customization, community building and reward program.
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Thomas, Jacquelyn S. "Econometric Analysis of Customer Retention in an Aviation Trade Organization." Transportation Research Record: Journal of the Transportation Research Board 1567, no. 1 (January 1997): 33–40. http://dx.doi.org/10.3141/1567-05.

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The proliferation of customer data bases is a direct consequence of firms’ drive toward efficient customer-firm interactions. With regard to customer-firm interactions, firms have focused on customer retention rates. Using a customer data base, firms try to identify the most valuable customers within that data base. After identifying these customers, firms attempt to develop strategies and tactics that increase the retention of the most valued customers and maximize the profitability of the entire base of customers. With this goal in mind, common firm practices that have arisen are the offering of rewards, free additional services, and add-on selling. The impact of rewards, additional services, and add-on selling on the customer equity of a trade association in the aviation industry is examined. In particular a model that examines the impact that these factors have on customer retention and firm profitability is developed. This model is tested on a membership data base from a service organization that offers membership rewards, additional free services, and fee-based products to aircraft owners and pilots. The findings from this research have implications for how trade associations should develop marketing programs and strategically manage and target their most valuable customers.
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Komalasari, Fiona Poetri, and Surya Fajar Budiman. "Customer Retention Strategy Through Customer Satisfaction and Customer Loyalty: The Study on Traveloka Loyalty Program." TRJ Tourism Research Journal 2, no. 1 (October 26, 2018): 69. http://dx.doi.org/10.30647/trj.v2i1.32.

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Customer loyalty and customer retention is very closely related, customer loyalty stopped customer churn and strengthen the customer retention. The primary aim of retention strategy is to build a strong customer base and to prevent them from drifting towards other competitor. Traveloka as a travel supplier company, is the leading online travel agent in Indonesia. The customers satisfaction has an average score of 3,91. The result signify that Traveloka is successful in obtaining its customers’ satisfaction The customer loyalty has an average score of 4,04. Traveloka has managed to reach customer loyalty Traveloka customer satisfaction and loyalty are obtained as presented through chapter IV that the average is 3,97. In this research, Traveloka customer retention strategy using loyalty program is proven to be effective.
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Dissertations / Theses on the topic "Retention of customers"

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Shcheglov, Sergii, and Iuliia Shcheglova. "Retention of the restaurants’ customers." Thesis, Gotland University, Institution 2, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-426.

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Aim of this paper is to describe and analyze why customers come back to the restaurants, what influence their decisions. During the research we formulate 2 hypotheses. Hypotheses 1 – most reasons of the restaurants’ customers retention can be associated with restaurants’ service elements adapted from the 8Ps of Service Marketing Model. Hypotheses 2 - retention and loyalty have unidirectional relation – loyalty means retention of the customer, but retained customer doesn’t mean loyal. The results of empirical research support both hypotheses. Also during the empirical research we have highlighted some interesting results which are visualized in Illustration 5.1, Illustration 5.2 and Illustration 5.3. In research qualitative and quantitative approaches are used. Data collection method is interview. One deep interview was conducted with restaurant manager in order to enhance the quality of results interpretation. The results of the research can be used by marketers especially in restaurant sphere in order to better understand what influence customers’ behavior and why they come back to the service provider. Also restaurants’ managers can use our findings as a tool to increase the retention rates by adjusting relevant restaurants’ service elements within their restaurant.

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Otaigbe, Edmund Ehichioya. "Exploring Satisfaction and Retention Strategies for Generation Y Customers." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5242.

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Firms in the service industry have experienced a 15-30% drop in customer satisfaction ratings and an estimated $10 billion annually due to the unpredictable tendencies of one of the most significant and fastest growing consumer segments in the marketplace, Generation Y customers. The distinctive behavior of this sizeable generational cohort may be reshaping the business landscape of the 21st century regarding how consumers will relate to service providers in the future. Using the theory of customer satisfaction management system, the purpose of this multiple case study was to explore the customer satisfaction strategies that business leaders in southern Nigeria use to retain Generation Y customers. The participants included business leaders who have successfully retained Generation Y customers by applying customer satisfaction business strategies in Akwa Ibom state, Nigeria. The data were collected through semistructured one-on-one interviews with 3 business leaders from different sectors of the service industry. To enhance the credibility and trustworthiness of the interpretations, methodological triangulation of the data sources and member checking were used. The process of data analysis included word frequency analysis, coding of related phrases, identification of patterns, and generation of themes around the codes. The themes that emerged from the study were (a) positive brand image creation, (b) social media as an enabler, and (c) quality service and timely delivery. This study may create awareness for business leaders on how to satisfy and retain Generation Y customers. This awareness has the potential of promoting positive social change among business leaders because of the significant contribution profitable businesses bring to the societies and communities.
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Sivakumar, Soumya. "CUSTOMERS BEHAVING BADLY: COMPLIANCE, RETENTION, AND REVENUE CONSEQUENCES OF PROBLEM CUSTOMERS AND FRONTLINE EMPLOYEE PROBLEM SOLVING." Case Western Reserve University School of Graduate Studies / OhioLINK, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=case1171908347.

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DANTAS, MANUELA ALENCAR DA CRUZ. "A MODEL TO MEASURE CUSTOMERS CANCELLATION RISK IN TELECOMMUNICATIONS - THE APPLICATION OF LOGISTIC REGRESSION FOR CUSTOMER RETENTION." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2009. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=14704@1.

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O atual ambiente organizacional está marcado por uma alta competitividade, elevada turbulência e por mudanças rápidas e descontínuas no macro ambiente das empresas. O cenário exige foco no cliente e estratégias voltadas para manutenção de um relacionamento profícuo para ambas as partes (cliente e empresa), com visão de longo prazo. Esta dinâmica de mercado é o foco principal desta pesquisa, que está centrada na retenção de clientes, como estratégia competitiva para aumento de valor para empresa. O objetivo, então, é desenvolver uma ferramenta que auxilie na definição do perfil de clientes mais propensos a romper o relacionamento (churn), permitindo que a empresa antecipe-se a este acontecimento, tornando-se mais próativa, e assim, sendo mais eficiente nos seus processos de negócio. Com este propósito foi feita uma revisão bibliográfica sobre comportamento do consumidor, marketing de relacionamento, retenção de clientes, segmentação de mercado e churn em telecomunicações. Depois do embasamento teórico e direcionamento oferecido pelas obras consultadas, foi realizada a aplicação prática de uma ferramenta estatística na base de dados disponível de uma empresa de telecomunicações, utilizando regressão logística binária para o modelo de propensão de cancelamento. O resultado alcançou uma taxa de acerto geral de 79,2%, composto por 13 variáveis que podem facilitar a identificação do perfil de clientes com maior probabilidade de cancelamento, indicando ainda, que apenas 8% da base apresentam mais de 80% de chance de serem cancelados. Estes resultados demonstram a possibilidade e importância da identificação de clientes propensos ao churn, assim como daqueles que a empresa deve atrair e reter para ser capaz de desenvolver práticas eficientes e lucrativas.
The current organizational environment is marked by a high competitiveness, high turbulence and rapid and discontinuous changes in companies’ macro environment. Scenario requires focus on customers and strategies geared towards maintaining a fruitful relationship for both parties (customer and company), with long-term vision. This dynamics of this market is the main focus of this research, which focuses on customer retention as a competitive strategy to increase value for companies. The objective then is to develop a tool that assists in defining the profile of customers most likely to break the relationship (churn), allowing the company forward to this event, becoming more pro-active, and thus being more efficient in their business processes. In this regard was a comprehensive literature review on consumer behavior, relationship marketing, customer retention, market segmentation and churn in telecommunications. After the theoretical basis and guidance offered by works consulted, the practice was performed by a statistical tool based on data available from a telecommunications company, using binary logistic regression model for the propensity of cancellation. The result achieved an overall success rate of 79,2%, composed of 13 variables that may facilitate identification of the profile of customers most likely to cancellation, further indicating that only 8% of the database have more than 80% chance to be canceled. These results demonstrate the possibility and importance of the identification of customers likely to churn, as well as those that the company must attract and retain to be able to develop efficient and profitable practice.
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Wasfi, Hummam, and Olena Kostenko. "The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-17199.

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Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction and loyalty. Whereas, quantitative data were gathered via questionnaire, and further analyzed using SPSS, particularly, employing the relationship measurement tools Correlation and Linear regression analysis to calculate the extent to which each variable affects the other. Findings: The aftermath of analysis led to fundamentally privileged outcome, whereas, subsequent to computing the extent to which complaint management influences customer retention, we were able to extract three formulas to determine the linear relationships between the variables that stimulate this calculation process. Suggestions for future research: To enhance the representation of sample, future studies should target more cities with variant circumstances, and apply this type of analysis to other industries Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon. Keywords: Complaint Management, Satisfaction, Loyalty, Retention, Banks, Sweden, Lebanon Originality: This study contributes idiosyncratic evidence to companies on the systematic influence of complaint management on customer’s retention, furthermore, repercussions of these findings has led to analysis distinguishing the distinctive response of customers to complaint management in Sweden and Lebanon.
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Åman, Robert. "Understanding when customers leave : Defining customer health and how it correlates with software usage." Thesis, Uppsala universitet, Institutionen för teknikvetenskaper, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-329220.

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More and more businesses today focus on building long-term customer relationships with the objective to secure recurring revenues in competitive markets. As a result, management philosophies such as Customer Success have emerged, which underlines the importance of knowing your customers in order to make them stay. A common way of tracking the well-being of a firm's customers is the use of customer health scores. Such tools monitor assembled data and indicate whether a customer is doing fine, or is in the risk zone of ending the business relationship. However, there exists little to no consensus on what customer health actually means, or how to distinguish suitable parameters for measuring this concept. Therefore, the purpose of this thesis has been: To extend the existing knowledge of the business concept customer health, and show how to identify relevant parameters for measuring customer health. To reach this purpose, a study has been conducted at a software-as-a-service company operating in the field of digital marketing; where methods such as semi-structured interviews, ethnography, web survey, data mining execution and statistical analysis have been used. The results show that software usage differs between active and former customers, with the general tendency that a high software usage indicates a higher propensity to stay as a customer. The study concludes that customer health is best defined as "the perceived value a customer experiences when using a product". In addition, the parameters that were found to best indicate customer health at the company studied were linked to customers’ software usage as well as their marketing set-up.
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Khan, Muhammad Arif, and Saqib Saeed Khan. "Is it possible for Apoteket AB to retain its customers after de-regulation? : A Case Study." Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-39759.

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Purpose of the Study To study how Apoteket AB can retain its customers after the government decision to implement de-regulation in Swedish pharmaceutical market. Apoteket AB was the only state-owned pharmacy for more than 38 years but now they are in competition with other pharmacy operators including supermarkets and gas stations. The main purpose of this study is to find out those vital factors which are important to customers in selecting pharmacy operators for buying prescription and non-prescription products. Approach The study begins by reviewing the Swedish pharmaceutical market and parliament decision of de-regulation about Apoteket AB monopoly. The literature then reviews the PESTEL framework, Porter model, customer relationship management and 7 P’s of marketing mix. We use Umeå university library for gathering material for our literature review. After that the authors reviewed different pharmacy operators and potential entrants in the Swedish pharmacy market. For this case study the authors have gathered the data through customer survey and semi-structured interview. The data was collected in Umeå (Sweden) with the help of questionnaire. We have collected the data with the help of convenience sampling technique at different locations in Umeå. Interview was conducted with Apoteket AB brand manager to understand their point of view about our research question. SPSS was used for analyzing the quantitative data, mainly descriptive statistic and Mann-Whitney U test were used for this purpose. Finally all the information’s were carefully analyzed by comparing with theories before drawing the final conclusion. Findings Four important aspects of customer’s retention were found; which are more community pharmacies, extended opening hours, low prices of over the counter products and added value to individual customers. Our respondents also show great confidence over the Apoteket AB personnel (Pharmacists). On the other hand we have also found that people appreciate the removal of Apoteket AB monopoly. Furthermore, we have found that after the implementation of de-regulation in Swedish pharmacy market over the counter (OTC) products have shown a 20% growth. The reason behind this growth may be the easy excess to such products and extended opening hours of supermarkets. The authors have also observed that people are willing to buy prescription products from other operators.
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Arline, Hilda Jordan. "Marketing Strategies Used by Franchise Small Businesses to Retain Customers." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2783.

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Franchised small businesses will not survive their first 5 years if they cannot implement marketing strategies that appeal to their customers. The purpose of this multiple case study was to explore the marketing strategies that successful franchise small business leaders used to retain customers. The population comprised 4 business leaders at franchise small businesses in North Carolina. Competitive advantage theory and blue ocean theory grounded this study. Data were collected using semistructured face-to-face interviews and review of company marketing materials. Data were thematically analyzed, and 6 themes emerged: personalization of customer service, market segmentation, innovative advertising, networking, brand identity, and loyalty programs. Market segmentation and innovative advertising are fundamental strategies for retaining customers within the target market, whereas personalization of customer service can help build positive relationships with customers. These findings could improve customer loyalty and customer satisfaction, which might increase the number of successful small businesses in the United States. The implications for positive social change include the potential for business leaders to develop effective marketing strategies to retain customers, which may benefit customers through an increase in job opportunities in the local business community.
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Burnside, Lisa Marie. "Strategies to Attract and Retain Customers for U.S. Private Country Clubs." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5834.

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The decline in the number of customers in the private country club (PCC) industry in the United States is causing a reduction of revenues, which inhibits the sustainability of the clubs. The purpose of this multiple case study was to explore marketing innovation strategies (MIS) that Arizona PCC managers used to attract and retain customers successfully. Relationship marketing theory was the conceptual framework; key constructs of the theory include customer loyalty, service quality, experience satisfaction, trust, and communication. The study explored successful MIS that PCC managers have used to attract and retain customers to prevent closure. Participants consisted of 1 manager from 4 different PCCs in Arizona who used MIS successfully to attract and retain customers. Data were collected from semistructured, open-ended interviews and from marketing documents and website content. Data were analyzed using a 6-phase approach to thematic analysis. The 3 primary themes that emerged included broadening the marketing message to entice people to frequent the club; creating experiences that rated high in satisfaction by members, guests, and employees; and using a variety of communication media. The results of this study may contribute to positive social change by helping PCCs to remain in operation, which could benefit local communities by providing employment opportunities at the clubs and venues for local charities to raise funds.
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Ilicheva, Elena. "Discounts as a marketing tool for attraction and retention of customers in e-commerce through the example of a comparative analysis of the specificity of fashion e-shops in Russia and Sweden." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-838.

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This study provides a comparative analysis of pricing promotions, which create an incentive to buy in Russian and Swedish fashion e-shops. The aim of this work is to determine the national differences in sales promotions used in e-commerce in these countries. This work confirms the existence of modern marketing trend in the e-commerce, which uses discounts as a tool for communication with consumers and for retaining them in the shop as a regular customer, and not just for traditional use of discounts as a way to sell remaining goods. To conduct the study the collected data obtained through systematic observation of application of discounts and promotions as marketing tools in the e-shops in these countries. Following the comparative analysis of statistical data we were able to determine the difference in the periods of sales, the maximum and minimum level of price falls, to create a typology of discounts, typical for both countries and for each of them separately. The recommendations for online retailers who develop the markets of these countries with regard to national specifics in communication with the consumer and based on the most popular types of discounts and promotions are also the important part of this work. The results of this study refute the words of the expert Simonetta Carbonaro that the modern approach to pricing policy in the e-commerce is a "suicide of fashion retail."
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Books on the topic "Retention of customers"

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Customer retention: An integrated process for keeping your best customers. Milwaukee, Wis: ASQC Quality Press, 1995.

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Keep the right customers: The key steps to profitable customer retention. London: McGraw-Hill Companies, 1996.

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Bentzel, Stephan. Do environmental factors affect customers attraction and retention?. London: LCP, 2001.

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Stone, Merlin. Customer loyalty and continuity: The acquisition, development and retention of profitable customers. Bedford: Policy Publications, 1998.

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Hamilton, Robert. Customer retention: A behavioural model. Loughborough: Loughborough University Banking Centre, 1993.

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Johnson, Michael D., Andreas Herrmann, Frank Huber, and Anders Gustafsson, eds. Customer Retention in the Automotive Industry. Wiesbaden: Gabler Verlag, 1997. http://dx.doi.org/10.1007/978-3-322-84509-2.

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Converting customer value: From retention to profit. Hoboken, NJ: Wiley, 2006.

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Fliehman, Deborah G. Customer retention through quality leadership: The Baxter approach. Milwaukee, Wis: ASQC Quality Press, 1993.

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Latyshova, Lyudmila, Igor Lipsits, Ol'ga Oyner, Svetlana Karpova, Irina Firsova, Svetlana Azarova, Elena Panteleeva, Aleksandr Rozhkov, and Kirill Rozhkov. Customer focus: research, strategy, technology. ru: INFRA-M Academic Publishing LLC., 2019. http://dx.doi.org/10.12737/1058297.

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Customer focus is one of the most discussed marketing concepts at the moment. The monograph covers a wide range of issues: from trends in changing culture and consumer needs, the evolution of the concept of customer orientation to tools for assessing customer focus, customer retention technologies, the role of personnel in the formation of a customer-oriented company. Designed for undergraduate, graduate, faculty and anyone interested in marketing.
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The lifebelt: The definitive guide to managing customer retention. Chichester: Wiley, 2001.

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Book chapters on the topic "Retention of customers"

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Herrmann, Andreas, and Ralph Fürderer. "The Value of Passenger Car Customers." In Customer Retention in the Automotive Industry, 349–70. Wiesbaden: Gabler Verlag, 1997. http://dx.doi.org/10.1007/978-3-322-84509-2_14.

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Bauer, Hans H., Frank Huber, and Thomas Keller. "Design of Lines as a Product-Policy Variant to Retain Customers in the Automotive Industry." In Customer Retention in the Automotive Industry, 67–92. Wiesbaden: Gabler Verlag, 1997. http://dx.doi.org/10.1007/978-3-322-84509-2_4.

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Som, Bhupender Kumar. "A Stochastic Feedback Queuing Model with Encouraged Arrivals and Retention of Impatient Customers." In Advances in Analytics and Applications, 261–72. Singapore: Springer Singapore, 2018. http://dx.doi.org/10.1007/978-981-13-1208-3_20.

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Petzer, Daniel J., and Estelle van Tonder. "The Customers’ Role in Service Recruitment and Retention in the Sharing Economy: An Abstract." In Enlightened Marketing in Challenging Times, 257–58. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-42545-6_73.

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Kumar, Rakesh, Sapana Sharma, and Vladimir Rykov. "Transient Solution of a Heterogeneous Queuing System with Balking and Retention of Reneging Customers." In Computer Networks, 330–46. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-21952-9_25.

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Payne, Adrian. "Customer Retention." In Marketing Management, 110–22. London: Macmillan Education UK, 2000. http://dx.doi.org/10.1007/978-1-137-26638-5_8.

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Kumar, Rakesh, and Sapana Sharma. "Transient Analysis of a Multi-server Queuing Model with Discouraged Arrivals and Retention of Reneging Customers." In Analytical and Computational Methods in Probability Theory, 54–64. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-71504-9_6.

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McDonald, Malcolm, Martin Christopher, and Margrit Bass. "Customer retention strategy." In Marketing, 315–49. London: Macmillan Education UK, 2003. http://dx.doi.org/10.1007/978-1-4039-3741-4_14.

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Meldrum, Mike, and Malcolm McDonald. "Customer Retention Strategies." In Key Marketing Concepts, 199–204. London: Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-13877-7_38.

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Mcdonald, Malcolm, and Ailsa Kolsaker. "Customer Retention Strategy." In MBA Marketing, 284–309. London: Macmillan Education UK, 2014. http://dx.doi.org/10.1007/978-1-137-30028-7_15.

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Conference papers on the topic "Retention of customers"

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Parker, Kevin, Philip Nitse, and Albert Tay. "The Impact of Inaccurate Color on Customer Retention and CRM." In InSITE 2009: Informing Science + IT Education Conference. Informing Science Institute, 2009. http://dx.doi.org/10.28945/3333.

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The number of Internet purchases continues to increase, making customer relationship management even more critical in today’s Internet marketplace. Keeping existing customers satisfied is much more cost effective than acquiring new customers. However, the Internet has been plagued by inaccurate color representation since the advent of e-commerce. Color inaccuracy has many negative consequences, the most important of which is customer defections. This paper communicates the findings of a survey conducted to assess consumer opinions about Internet purchases. Results indicate that consumers are aware of color inaccuracies and that their reactions will negatively impact the marketer. Over 55% of the consumers surveyed indicate that they will not make future purchases from an online merchant that delivered an item in a color that did not match their expectations. With customer retention being one of the goals of customer relationship management, it is apparent that this issue must be acknowledged and acted upon.
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Pang, Lijuan, Jiali Ren, and Huijie Peng. "How to Optimize Spending on Retention of SaaS Customers." In 2018 2nd IEEE Advanced Information Management,Communicates, Electronic and Automation Control Conference (IMCEC). IEEE, 2018. http://dx.doi.org/10.1109/imcec.2018.8469608.

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Mehdi Qassim Agha, Azwar. "E-Service Quality Factors Impacting Customers Purchase Retention in E-Retailing in Malaysia." In 1st International Conference on Information Technology. Lebanese French University - LFU, 2017. http://dx.doi.org/10.25212/icoit17.026.

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Pimentel, Thiago P., and Ronaldo R. Goldschmidt. "A Sequential Pattern Detection and Sentiment Analysis Combined Approach to the Churn Prediction Problem in Client Relationship Management Environments." In XV Encontro Nacional de Inteligência Artificial e Computacional. Sociedade Brasileira de Computação - SBC, 2018. http://dx.doi.org/10.5753/eniac.2018.4460.

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The cost of losing profitable customers in competitive markets is driving companies to engage in customer retention. Therefore, anticipating client churn (i.e., cancellation) becomes essential. Among the researches on churn prediction models, we highlight those that are based on sequential pattern detection. Although promising, such initiatives do not take into account the sentiments present in the client’s interactions with the company. Given the above, this article proposes a method that generates churn prediction models from the combination of sequential pattern detection with sentiment extraction from the interactions with the clients. Experimental results confirm the adequacy of the proposed method.
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Kumar, Rakesh, and Sapana Sharma. "Transient Numerical Analysis of a Single Server Markovian Queueing System with Discoutaged Arrivals and Retention of Reneging Customers." In 5th Annual International Conference on Operations Research and Statistics (ORS 2017). Global Science & Technology Forum (GSTF), 2017. http://dx.doi.org/10.5176/2251-1938_ors17.4.

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Luo, Yan. "Decision making of customer retention based on customer identification." In 2011 Eighth International Conference on Fuzzy Systems and Knowledge Discovery (FSKD 2011). IEEE, 2011. http://dx.doi.org/10.1109/fskd.2011.6019887.

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Guo, Lei, Jie Liu, Fuming Wu, and Xiaoguang Wang. "Dynamic prediction of individual customer retention." In 2013 International Conference on Information and Communication Technology for Education. Southampton, UK: WIT Press, 2014. http://dx.doi.org/10.2495/icte130461.

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Suhanda, Regina, and Arasy Fahrullah. "Islamic Business Ethics on Customer Retention." In Proceedings of the International Conference on Research and Academic Community Services (ICRACOS 2019). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/icracos-19.2020.12.

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Zdrilić, Ivica, Ivan Župan, and Fiona Dadić. "Utjecaj oznaka izvornosti na povećanje kvalitete i prepoznatljivosti lokalnih proizvoda." In Kvaliteta-jučer, danas, sutra (Quality-yesterday, today, tomorrow), edited by Miroslav Drljača. Croatian Quality Managers Society, 2021. http://dx.doi.org/10.52730/jsbs5369.

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Sažetak: Kvaliteta proizvoda jedan je od glavnih kriterija stjecanja kompetitivnih prednosti u odnosu na konkurenciju. Pri tome oznake kvalitete mogu biti način komuniciranja između proizvoda i kupca. Više istraživanja provedenih među potencijalnim kupcima je pokazalo kako su ispitanici spremni platiti više za proizvod koji im nudi veću kvalitetu. Uvođenjem oznaka zemljopisnog podrijetla potiče se ruralno gospodarstvo te tako pridonosi povećanju prihoda poljoprivrednika te zadržavanju stanovništva u udaljenim područjima i područjima s otežanim uvjetima gospodarenja. Na taj se način povećava i tržišna vrijednost proizvoda gospodarskih subjekata jer se jamči njihova posebnost u odnosu na druge slične proizvode ili prehrambene proizvode. Osim toga, zahvaljujući uvođenju oznake zemljopisnog podrijetla kupci mogu donositi odluku o kupnji na temelju jasnih informacija o posebnim svojstvima proizvoda koje kupuju. Na razini Europske unije razlikuju se tri oznake: „zaštićena oznaka izvornosti“, „zaštićena oznake zemljopisnog podrijetla“ i „zajamčeno tradicionalni specijaliteti“.Oznaka izvornosti ili kvalitete je alat marketinškog pristupa jer su kupci spremni platiti nešto više za proizvod koji im jamči kvalitetu, ali i alat za ruralni razvoj zbog činjenice da se oznaka zemljopisnog podrijetla ne može premjestiti na drugo područje pa daje dodatnu vrijednost ruralnom području zbog kojeg je proizvod zaštićen. U empirijskom dijelu ovog rada autori su proveli istraživanje tržišne prepoznatljivosti „Novigradske dagnje“ na uzorku od 574 ispitanika. Rezultati istraživanja, korišteni su za slijedeći korak definiranja strateškog pozicioniranja proizvoda „Novigradske dagnje“ u cilju postizanja ekonomskih i ostalih pozitivnih učinaka. Stoga se povezanost marikulture, poljoprivredne proizvodnje i turizma nameće kao slijedeći korak kroz održivi turizam. Održivi turizam je u prvom redu usmjeren na povećanje zadovoljstva turista te društveno-ekonomske koristi, očuvanje prirodne i kulturne baštine i snižavanje negativnih utjecaja turizma na lokalnu zajednicu u cjelini. Abstract: Product quality is one of the main criteria for gaining competitive advantage over the competition. In doing so, quality labels can be a way of communication between the product and the customer. Several researches conducted among potential customers has demonstrated that respondents are willing to pay more for a product that offers them higher quality. The introduction of geographical origin indications encourages the rural economy and thus contributes to increase of the farmers’ income of and retention of the population in remote areas and areas with difficult conditions of economy. In this way, the market value of the products of economic operators is increased because their uniqueness in relation to other similar products or food products is guaranteed. In addition, thanks to the introduction of the geographical origin indication, customers can make a purchase decision based on clear information about the specific characteristics of the products they buy. Three designations are discerned at the level of European Union: “Protected Designation of Origin” (PDO), “Protected Geographical Indication” (PGI) and “Traditional Specialties Guaranteed” (TSG). Label of origin or quality is a tool of marketing approach because customers are willing to pay more for a product that guarantees quality to them, but also a tool for rural development due to the fact that the geographical origin indication cannot be transferred to another area and provides added value to rural areas which makes the product protected. The authors have conducted in the empirical part of this paper a study of market recognition of “Novigrad mussels” on a sample of 574 respondents. The results of the research were used for the next step of defining the strategic positioning of the product “Novigrad mussels” in order to achieve economic and other positive effects. Therefore, the connection between mariculture, agricultural production and tourism is imposed as the next step through sustainable tourism. Sustainable tourism is primarily aimed at increasing tourist satisfaction and socio-economic benefits, preserving natural and cultural heritage and reducing the negative impacts of tourism on the local community as a whole.
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Pandey, Vijitashwa, and Deborah Thurston. "Non-Dominated Strategies for Decision Based Design for Component Reuse." In ASME 2007 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2007. http://dx.doi.org/10.1115/detc2007-35685.

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Component level reuse enables retention of value from products recovered at the end of their first lifecycle. Reuse strategies determined at the beginning of the lifecycle are aimed at maximizing this recovered value. Decision based design can be employed, but there are several difficulties in large scale implementation. First, computational complexities arise. Even with a product with a relatively small number of components, it becomes difficult to find the optimal component level decisions. Second, if there is more than one stakeholder involved, each interested in different attributes, the problem becomes even more difficult, due both to complexity and Arrow’s Impossibility Theorem. However, while the preferences of the stakeholders may not be known precisely, and aggregating those preferences poses difficulties, what is usually known is the partial ordering of alternatives. This paper presents a method for exploiting the features of a solution algorithm to address these difficulties in implementing decision based design. Heuristic methods including non-dominated sorting genetic algorithms (NSGA) can exploit this partial ordering and reject dominated alternatives, simplifying the problem. Including attributes of interest to various stakeholders ensures that the solutions found are practicable. One of the reasons product reuse has not achieved critical acceptance is because the three entities involved, the customers, the manufacturer and the government do not have a common ground. This results in inaccurate aggregating of attributes which the proposed method avoids. We illustrate our approach with a case study of component reuse of personal computers.
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Reports on the topic "Retention of customers"

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Gillenson, Mark L. Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention. Fort Belvoir, VA: Defense Technical Information Center, August 2002. http://dx.doi.org/10.21236/ada405493.

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Jung, Sojin, Gargi Bhaduri, and Jung E. Ha-Brookshire. What to Say and What to Do: Determinants of Corporate Hypocrisy and Its Negative Consequence for Customer Retention Intentions. Ames (Iowa): Iowa State University. Library, January 2019. http://dx.doi.org/10.31274/itaa.9463.

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Cappers, Peter, and Rich Scheer. American Recovery and Reinvestment Act of 2009: Final Report on Customer Acceptance, Retention, and Response to Time-Based Rates from Consumer Behavior Studies. Office of Scientific and Technical Information (OSTI), March 2018. http://dx.doi.org/10.2172/1424221.

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Cappers, Peter, Liesel Hans, and Richard Scheer. American Recovery and Reinvestment Act of 2009. Interim Report on Customer Acceptance, Retention, and Response to Time-Based Rates from the Consumer Behavior Studies. Office of Scientific and Technical Information (OSTI), June 2015. http://dx.doi.org/10.2172/1236783.

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